6 Attributes That Transform a CSM from Good to GREAT!
Oftentimes, the dialogue around Customer Success emphasizes becoming a trusted advisor to the customer, and as a result, interpersonal skills are held in high regard. However, equally essential to winning the trust of a customer is showing them you have an in-depth understanding of their use cases via convincing metrics and data. Having a solid handle on their data and how it correlates to the customer’s business objectives helps CSMs become qualified to fill the role of the trusted advisor. Great CS professionals leverage KPIs to provide their customers with visibility of progress against business objectives.